It is not always appropriate to base support on a strictly, first-come, first-served basis. If your top-selling executive has an issue that stops his productivity, this is certainly more critical than the part-time data entry clerk who has a question about mouse speed. I firmly believe that Triage is as important to a Help Desk as it is to a hospital – and it is also important to have it staffed by people capable of recognizing the differences.

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